Contact Center Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the performance, governance, culture, and strategic initiatives of the enterprise contact center throughout all Central Florida markets.

• Manage omnichannel service delivery encompassing voice, digital, and asynchronous channels, alongside workforce management, quality assurance, technology governance, vendor oversight, and talent development.

• Supervise three Market Managers, the Quality Manager, and the WFM & Business Systems Administrator.

• Take ownership of KPI target-setting, conduct weekly cross-market operations evaluations, prepare executive reports, govern escalations, manage operating calendars, and outline the improvement roadmap.

• Facilitate manager performance assessments, development plans, formalize Team Lead authorities, strategize talent acquisition, oversee onboarding, succession planning, and coordinate quarterly all-hands communications.

• Champion and regulate the enterprise quality assurance program, including remediation plans, training integration, and calibration processes.

• Sanction staffing plans, evaluate forecasting and adherence, grant overtime approvals, and oversee HGBPO headcount forecast submissions.

• Act as the primary contracting authority for the HGBPO after-hours vendor, ensuring SLA monitoring, conducting business reviews, overseeing contracts, reconciling invoices, and tracking remediation efforts.

• Govern changes to contact center technology and channels, including ACD configuration, Dialpad migration, WFM setup, digital enablement, and AI implementations.

• Formulate the 12-month strategic plan, annual operating budget, engage in cross-functional leadership participation, conduct FA-1 through FA-8 diagnostic assessments, and facilitate quarterly business reviews.

⛳️ Requirements

• Authorized to work in the U.S.; InnovaCare participates in E-Verify and necessitates Form I-9 verification.

🏝️ Benefits

• Comprehensive health coverage including medical, dental, and vision.

• Retirement savings plan with employer matching.

• Generous paid time off and holiday schedule.

• Professional development opportunities and training programs.